No internet for 3 weeks

To Xfinity Executive Customer Relations,

I am writing to formally escalate a service issue that has now gone unresolved for approximately three weeks and was caused by an apparent error within Xfinity’s account/address system.

I was previously a NOW Internet customer at 6777 Winkler Road. I moved approximately one-quarter mile away to 7015 Cedarhurst Drive. When I contacted Xfinity regarding the move, I was told that because my NOW Internet service was prepaid, I could not simply transfer the existing service and would need to establish a new account and receive a new modem.

I followed those instructions and established new NOW Internet service at 7015 Cedarhurst Drive. The service worked normally for approximately two months without any problems.

When I attempted to make my payment for the third month, the payment would not process. After contacting customer service and having the situation investigated, I was told that an unrelated individual had apparently established Xfinity service associated with my address/account. I had no relationship whatsoever with this person and did not authorize or request their service.

I was told that this other person’s service had been disconnected and that Xfinity needed to submit a ticket to purge/correct the system because the system continued to show an existing account at my address. Because of this, Xfinity representatives have been unable to establish a new NOW Internet account for me or send me another modem.

Since then, I have repeatedly contacted Xfinity trying to resolve an issue that I did not create.

The first ticket/reference number I was provided was:

CS0284370

I have subsequently spoken with multiple representatives. Several representatives have acknowledged the problem and attempted to assist me. One representative even called me back on two consecutive evenings because she understood how frustrated I was and wanted to make sure I was not left without assistance. Another representative spent more than an hour with me, created another ticket, and called me back later that same day. He told me that if I had not heard anything by the following Thursday, I should call back.

I did exactly that.

When I called back the following week, I was told that the previous ticket had been closed even though the underlying problem had not been resolved. Another ticket was then created, and I was told to wait several more days.

At this point, I have been without Internet service for approximately three weeks because of an issue that Xfinity itself has acknowledged was caused by an account/system problem involving another person.

I have been extremely patient throughout this process. I have repeatedly contacted customer service, explained the situation, waited for tickets to be processed, and followed the instructions given to me. However, I am now being asked repeatedly whether I would like to establish regular Xfinity Internet service, despite the fact that I have repeatedly explained that I am not comfortable establishing another service/account until Xfinity corrects the underlying problem it created.

I was considering moving my mobile phone service to Xfinity as well, but after this experience, I am understandably hesitant to bring additional services to Xfinity until this matter is resolved.

I am requesting the following:

1. Immediate escalation of this matter to Executive Customer Relations or an appropriate senior-level customer care representative.
2. A review of my account history and all tickets associated with this issue, including CS0284370.
3. Correction and removal of the unrelated account/address association that is preventing me from establishing my legitimate service.
4. Confirmation that my address is clear in Xfinity’s system and that I can establish NOW Internet service without encountering the same problem again.
5. Assistance obtaining the modem/service necessary to restore my Internet service.
6. A clear explanation of what caused an unrelated customer’s service to become associated with my address/account and why correcting the problem has taken approximately three weeks.
7. A single point of contact or escalation reference so that I do not have to repeatedly start over and explain the entire situation to another representative.

I am not asking for special treatment. I am asking Xfinity to correct an issue that its representatives have already acknowledged and that has left me without Internet service through no fault of my own.

I would appreciate a prompt response from someone who has the authority to actually resolve the underlying account/address issue rather than another referral to general sales or customer service.

Thank you,

Jason Larkin

Service Address:
7015 Cedarhurst Drive
Fort Myers, FL

Previous Service Address:
6777 Winkler Road
Fort Myers, FL

Initial Ticket:
CS0284370